Process Owner/key Stakeholders

Step 1: Process Owner/Key Stakeholders

• Process: Providing assistance on non-available items in the order
• Process Owner:  Restaurant Success Team Managers
• Process Performers: 

• Restaurant Outbound Team
• Restaurant Inbound Team and
• Restaurant Success Team Leads

• Key Stakeholders: SkipTheDishes Management, Delivery Logistics Team
• Stakeholder Concerns: The primary aim is to provide high quality service to both restaurants and customers. Currently the stakeholder’s primary concern is to minimize the calls/issues pertaining to non-availability of order items, reduce order cancellations, reduce courier reimbursements in case of order cancellations and render better service to customers.

Step 2: Process Purpose/Output

• Process Purpose: The purpose of the process is to update restaurants about the customer’s opinion on non-availability of order items.

• Process Outputs: 

• Replace non-available order item with other available item(s)
• Remove non-available item from the order items
• Cancel the order

Step 3: Customers and Needs

Step 4: Suppliers and Inputs

• Suppliers: 

• Restaurants
• Restaurant Success Team (Inbound Team & Outbound Team)
• Restaurant Success Team Leads

• Inputs: 

• Products

• “Restaurant Partner App” and “WIFI Tablet” for restaurants to create service  request
• “Talk Desk Platform” for SkipTheDishes to receive and make calls to restaurants and customers.
• “Zen Desk Platform” for SkipTheDishes to send & receive e-mails from customers

• Information:

From Restaurants

• List of non-available items in the order
• Other available items which can replace the non-available items
• Extra/additional charges if any

From Customers

• Customer opinion on non-available items
• Customer’s preferred mode of payment in case of additional charges
• Customer’s special instructions regarding the order items

Step 5a: Basic Process Flow

[pic 1]

Step 5b: Detailed Integrated Process Flow

Refer pdf

Step 6: Measures of Process Performance:

• Output: Customer response on non-availability of order items
• Dimensions of Performance: On time
• Measure: Time taken to update restaurant with customer opinion
• Current Level: 

• Best Case Scenario – 5 mins
• Worst Case Scenario – 22 to 25 mins

• Target Level:  5 to 10 mins

Process Time – Observed data for 100 orders